Clinic Manager (Ophthalmology, Anterior Segment)

We are seeking a Clinic Manager who will oversee Patient Service Coordinators, Clinical Scheduling Coordinators, Medical Office Coordinators, Ophthalmic Technicians, and other service personnel in a fast-paced, high-pressure, clinical practice. Manages the staff along with all administrative aspects of the patient encounter to promote customer service excellence. Position reports to the Assistant Administrator with a dotted line relationship to the Medical Director. Coordinates the efficient flow of patients within a busy environment. Organizes department-wide scheduling functions and registration processes. Recommends, develops, and implements initiatives to enhance operations, assist in data collection, and maximize physician scheduling.

Using continuous process improvements, works to improve clinic operations and patient satisfaction. Fosters a team environment. Acts as a mentor for and developer of staff in all customer service-related activities.

Specific Duties and Responsibilities

Primary

• Responsible for ensuring the clinic delivers excellent service to each patient.
• Constantly monitors patient flow and acts to implement, measure, and adjust improvement initiatives.
• Reviews patient satisfaction survey results. Develops and implements interventions to impact scores.
• Leads efforts to coordinate care between divisions and satellites to ensure seamless service for patients.
• Acts as a patient advocate to resolve and diffuse questions and complaints.
• Works with the Wilmer Billing Office to resolve complex billing issues for patients.
• Oversees all aspects of daily clinic operations, including registration process, phone
• services, insurance verification, and collection of copays and time of service payments.
• Responsible for hiring, training, supervising, disciplining, and developing Patient Service Coordinators, Medical Office Coordinators, Technicians, and other service personnel.
• Ensures staff members are fully familiar with work expectations and have all necessary tools and resources to achieve success in their positions.
• Monitors staff members’ daily work performance and conducts yearly merit reviews for staff with input from the Assistant Administrator and Medical Director. Addresses problem areas as necessary.
• Conducts regular meetings to ensure all personnel are appropriately informed and updated about clinic policies and objectives.
• Analyzes Glint - employee satisfaction surveys. Develop improvement initiatives as appropriate.
• Addresses physician requests timely manner. Orients new physician to clinic processes.
• Assures close oversight of scheduling and template management to minimize gaps in physician schedules.
• Manages Qgenda additions and schedule edit requests.
• In concert with the Medical Director, allocates exam rooms for physicians to achieve maximum utilization of clinic resources and equipment.
• In conjunction with Wilmer Information Systems personnel, coordinates and manages the use of the Epic scheduling system with Wilmer users. Continuously assesses problem areas and recommends/participates in training needs and/or provides detailed instruction/policy on improved methods for scheduling and registration to enhance the throughput of patients, as well as the accuracy of information.
• Assists with formulating and implementing expense allocation models.
• Manages office inventory and ordering. Runs and monitors regular reports on clinic expenses to ensure office spending is consistent with budgetary expectations.
• Maintains working knowledge of billing, claims processing, and insurance carrier requirements.
• Works with Lead technician to ensure compliance with Johns Hopkins quality assurance guidelines, Environmental Service requirements, and applicable accreditation organization standards (e.g. The Joint Commission).
• Works with the Fellowship coordinator to orient new fellows to the clinic, as well as oversee training and compliance.
• Works closely with the Wilmer Administration to ensure departmental standards are met.
• Attends Wilmer departmental meetings, serves on assigned committees, and communicates and implements policies and procedures from those activities.
• Interfaces with internal and external partners, including IT, Legal, JHCP, HR, Compliance, Regulatory Affairs, HIPAA office, and sister clinics.

Secondary

• Provides direct support to registration and/or medical records staff as needed. Such support may include,
• Scheduling appointments.
• Verifying demographic and insurance information.
• Obtaining required authorizations/referrals.
• Answering incoming calls.
• Preparing daily schedules.
• Informing patients about relevant charges.
• Collecting and reconciling copay and other time-of-service payments.
• Guiding patients to appropriate resources for further information or assistance.
• Other duties as assigned.

• Bachelor's Degree.
• Three years of related experience.
• Prior supervisory experience required.
• Requires an understanding of changing reimbursement policies and third-party reimbursement.
• Additional education may substitute for required experience and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Classified Title: Clinic Manager 
Role/Level/Range: ATO 40/E/03/OG  
Starting Salary Range: $50,440 - $88,400 Annually ($78,936 targeted; Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Mon-Fri 8:30am-5:00pm 
FLSA Status: Exempt 
Location: School of Medicine Campus  
Department name: SOM Oph Anterior Segment   
Personnel area: School of Medicine